Andris Wisnu Andhika

This role is pivotal in ensuring an exceptional customer experience at every touchpoint with Pluang, while simultaneously optimizing operational efficiency. Core Objectives: - Enhance Customer Satisfaction & Loyalty: By proactively managing customer expectations and driving retention. - Optimize Operations: By ensuring processes are efficient, cost-effective, and compliant. Key Responsibilities Customer Experience Management: 1. Continuous Improvement: Identify and implement opportunities to consistently elevate the customer experience, reduce churn, and boost satisfaction scores. 2. Customer Journey Mapping: Comprehensively understand the customer journey to enable proactive intervention on the user's behalf. 3. Escalation Handling: Guide the team in effective issue resolution and manage escalated concerns to the managerial level, including Jira approvals. 3. Segmentation & Strategy: Develop listening points, define customer base segmentation, and test new strategies to maximize customer lifetime value (CLTV). 4. Customer Interaction Management: Provide comprehensive service, delegate inquiries, manage high volumes of calls and emails, and maintain detailed records of customer interactions. 5. Fraud Handling: Collaborate closely with the Customer Experience team on fraud-related matters.

Managing and lead Oxygen.id Customer Care across various sub-segments including Inbound, Service Resolution, Branch Relations, and Subscribers Engagement. I was responsible for handling all after-sales service for Oxygen.id Home subscribers and significantly contributed to revenue generation, notably achieving IDR 12,000,000,000 from new users Oxygen.id Home in 2021. My role also encompassed strategic responsibilities such as training for Moratelians & Oxygeners, acting as a seasonal host for company events, reporting to top management, handling strategic implementations, improving CRM FTTH application progress, and preparing nationwide Walk-in Center branches for Oxygen.id Home

Responsible for overseeing all national Walk-in Center branches, including payment monitoring and coordination with Area Branch Managers. My role extended to comprehensive training and development, from creating materials to participating in staff interviews and assisting in training initiatives. I ensured operational excellence through KPI establishment and monitoring for Walk-in Center staff, developed official FAQs, and calculated SLAs for various customer groups. Furthermore, I was deeply involved in strategic and sales planning, budget formulation, and maintaining high standards in customer service operations, including meticulous document preparation, efficient workflow management, and resolution of complex customer inquiries and order-related issues by leveraging CRM/mainframe systems. I also contributed to continuous improvement initiatives within the customer service department and advised on personnel actions.

Involve in delegating tasks and monitoring team performance, often assisting directly with task completion. My responsibilities included managing administrative paperwork, handling customer complaints, coordinating with internal teams for working instructions, and participating in the hiring process for new staff. I also provided reports to senior management or relevant personnel as required. 1. Require full information about standards, and regulations. 2. Ask and make suggestions about the possibility of job related training inside or outside. 3. Plan his/her workday for the scheduled workload. 4. Require accurate, timely, and clear preparation of all documents and products by the Customer Service Department personnel; inform the CSO about all cases of the opposite. 5. Take any reasonable action necessary to carry out the responsibilities of this position, so long as such action does not deviate from established policies and is consistent with sound business judgment. 6. Participate in the company’s general Strategic and Sales planning and in the formulation of the operating budget for the fiscal year with monthly breakdowns. 7. Assist in the completion of the required reports from the Customer Service personnel and Branches. 8. Recommend the promotion, demotion, or discipline of employees reporting to him/her to the CSO.

1. Receives, processes and verifies the accuracy of orders from customers utilizing the organizations’s internal CRM/mainframe systems and customer purchase orders. 2. Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. 3. Ensures and provides quality service to both internal and external customers. 4. Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues. 5. Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports 6. Performs assigned system maintenance to various electronic order files. 7. Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole

- 3D Design Graph AutoCAD. - Check & QC Stockiest Material. - Installation Planning for Field Equipment. - Prepare Paperwork for Government Tender & International Order.